Email Specialist

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. 

Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.  

We have an exciting opportunity for an Email Specialist to join our Corporate Worldwide Reservations & Revenue Team.

The Four Seasons Email Specialist is seen as a trusted advisor who exemplifies the highly personalized service for which Four Seasons has been known for over 50 years. Specialists are only an email away and work to understand guests’ needs and interests to confidently recommend and answer questions about and book the perfect Four Seasons experience whether they are travelling for business or pleasure in any of our luxury properties around the world. Email Specialists also provide support through chat and support to some of Four Seasons’ hotels through pre-arrival reservation processing and providing back-up support to our most valued guests as needed on the phone or via email.

This role is a fully remote full-time position working 35h per week – Tuesday to Friday, 2:30 pm to 10 pm and Saturday 12:30 pm to 8 pm, and is subject to change. This role will report to the Supervisor, Contact Centre. This role involves interactions with primarily internal stakeholders at various levels.

Key Activities/ What You’ll Be Doing

Sales & Customer Service:

• Use a consultative sales approach to identify guests’ needs and make relevant, personalized recommendations and answer questions guests have.
• Actively seek opportunities to recommend additional services that add value to the guest experience.
• Book reservations ensuring a high degree of accuracy. Clearly explain rates, availability and cancellation policies pertaining to the reservation.
• Respond to customer service inquiries in a professional, personalized manner
• Liaise with hotels on behalf of guests and travel professionals.
• Meet or exceed established quality and productivity goals.
• Provide support through chat

Desired Skills/ Who You Are

• Ability to learn quickly and adapt to a fast paced and often changing environment
• Self motivated and uses sound judgement when interacting with clients and colleagues
• Demonstrates a pleasant, courteous, efficient and professional manner in writing or on the telephone as needed
• Enthusiastic, positive, friendly attitude
• Reliable and flexible
• Excellent attendance and adherence to schedules
• Exceptional customer service skills
• Excellent interpersonal skills
• Superior written and verbal communication skills
• Skilled in use of computers and the Internet
• Efficient typing skills (minimum 30-40wpm)
• Proven consultative sales skills (including up selling and cross selling)
• Proven ability to overcome objections

Experience, Education and Professional Qualifications / What You Bring

• High School graduate and some college or university courses completed
• Post secondary diploma preferable
• 1 – 2 years Email and Telephone Customer Service experience in an inbound call centre environment

All internal applications must be submitted and approved in Workday by April 1, 2025.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.